Helpdesk Support Specialist

About the position We are hiring a Help Desk Support Specialist to support a nationally recognized web-based compliance training platform used by universities and research institutions across the country. This is a highly visible, customer-facing role that requires excellent communication skills, professionalism, and the ability to handle a high volume of technical support requests via phone and email.

Responsibilities

• Provide excellent customer service while handling a large volume of technical support requests via phone and email from researchers, professors, administrators, and other users.
• Record all customer interactions and log calls in help desk software.
• Work closely with help desk staff to administer the platform, including enrolling users, updating institutional information, and troubleshooting user-related issues.
• Set up and maintain new user accounts, profiles, and password resets.
• Perform other duties as assigned.

Requirements

• Bilingual in English and Spanish (required).
• High school diploma or equivalent.
• 1-2 years of experience in customer service and/or technical support in a call center environment.
• Excellent oral and written communication skills in English with a minimum typing speed of 35 WPM.
• Strong knowledge of HTML and web-based programs.
• Ability to perform in a high-paced, interactive environment where professionalism is essential.
• Self-motivated, resourceful, and able to work independently as well as part of a team.
• Must be local to Fort Lauderdale and able to come onsite as needed.

Nice-to-haves

• Knowledge of web-based training platforms, IRB/IACUC processes, HIPAA, or university-based research.
• Experience with bilingual technical support.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

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